Customer Support Team Lead

7 days ago


Chester, Cheshire, United Kingdom Loftware Full time

Career Opportunity

We are seeking a highly skilled Technical Support Manager to lead our customer support team. Qualified candidates must have a strong background in technical support with a proven track record of building and managing high-performing teams.

Responsibilities:

  • Lead a team of Technical Support Engineers to resolve customer issues.
  • Coach and provide actionable feedback to promote career development.
  • Ensure individual and team goals are met.
  • Assist with navigating resolutions to challenging incidents and customer escalations.
  • Participate in the hiring and onboarding process.
  • Serve as a thought leader, customer advocate, and partner to the team and customers.
  • Cultivate a culture of engagement, ongoing learning, and high performance.

Required Qualifications:

  • 2+ years of experience leading customer support teams in the tech or SaaS space.
  • 5+ years of customer support leadership or technical support leadership.
  • Experience hiring and training new employees with a successful track record of hitting and maintaining ambitious metrics.

Soft Skills:

  • Strong leadership, problem-solving, and decision-making skills.
  • Independent thinker with the ability to perform under pressure.
  • Strong verbal, presentation, and written communication skills for both technical and non-technical audiences.


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